Senior Program Manager, Shipping - CX & Quality Lead

Amazon; Bellevue (WA); On-site; USD 115,600 - 160,000; Full time

Job summary

Amazon Shipping is seeking a strategic, results-driven Sr. Program Manager to lead support experience and quality improvement workstreams, owning end-to-end program management across cross-functional initiatives spanning technology, operations, commercial, and program teams.

You will define goals, hold stakeholders accountable to deliverables, and ensure alignment and progress toward broader objectives in a dynamic environment.

Qualifications

• 6+ years of program or project management experience.
• Experience using data and metrics to determine and drive improvements.
• Experience owning program strategy, end to end delivery, and communicating results to senior leadership.
• Knowledge of Excel at an intermediate level (pivot tables & charts, multiple criteria lookups, nested logical/IF formulas, data cleansing, array formulas).

Responsibilities

• Build and own the customer experience and quality charter, driving strategic initiatives that deliver measurable improvements across support programs.
• Lead cross-functional program management across tech, product, operations, and commercial teams; define milestones, track progress, and hold stakeholders accountable to goals and individual deliverables.
• Design and launch new programs and review mechanisms that improve support quality and customer experience at scale.
• Build and maintain strong relationships with key stakeholders, ensuring alignment across internal partner teams.
• Lead and/or support development of product and operational requirements in close collaboration with engineering and operations teams.
• Author and lead high-judgment documents and business reviews presented to senior leadership, including MBRs, QBRs, and WW VP goal reviews, with clear commentary on program status, risks, and mitigations.
• Develop and maintain playbooks and process documentation to standardize and scale customer experience programs.
• Navigate ambiguity with confidence, structuring complex problems into clear, actionable plans while managing multiple workstreams simultaneously.

Skills

Data-driven decision making

Stakeholder management

End-to-end program management

Excel proficiency

Education

Master's degree or MBA

Tools

SQL

Job description

Amazon Shipping is seeking a strategic, results-driven Sr. Program Manager to lead support experience and quality improvement workstreams, owning end-to-end program management across cross-functional initiatives spanning technology, operations, commercial, and program teams.

You will define goals, hold stakeholders accountable to deliverables, and ensure alignment and progress toward broader objectives in a dynamic environment.